By: Julie Zomar & Sandi Marcus
In late May, Evolv hosted the “Adaptive Recovery” Webinar with Juliette Kayyem, former Assistant Secretary at the Department of Homeland Security. Juliette spoke about crisis management using her Adaptive Recovery Framework for managing an organization’s reopening and recovery across a variety of different sectors of the economy. At that time, planning was underway for schools to eventually reopen and for workplaces and recreation entities to reopen. This blog post has been excerpted from Juliette’s discussion on the webinar and expanded on.
Click here or on the image below to download the full webinar.
A month has now gone by, and while many organizations have put their plans into action, others continue to prepare for their reopening in the coming weeks and months. Many states have begun to lighten their restrictions, allowing restaurants, businesses and stores to reopen. And, even some theme parks and aquariums are opening their doors. Regardless of where you are on your reopening timeline, Juliette’s sage advice is worthy of embrace:
- Go slow, have a plan AND a back-up plan
- Embrace the “now normal” and use all available tools and resources
- When integrating technology, opt for ones with longevity and flexibility
Here’s What We Learned for the Recreation Sector.
The bad news is while the virus is new, crisis management isn’t. The good news is we have expertise and experience in crisis management. This pandemic is nothing if not a crisis.
First things first …. don’t think about opening up as a moment in time or a threshold to cross; think of it as an organic process. Here’s why. In times of crises, like hurricanes or tornadoes, there is a moment of “boom” and the enemy is gone, response and recovery begin – a specific moment or crossing a threshold if you will. In this crisis, the enemy isn’t gone and in fact and unfortunately, will be around for a while – – this is a “rolling boom” hence the need to continually adapt.
Key Questions to Ask Yourself.
As security, operations and guest experience managers, the reality is we’ll have to continue to adapt to the virus in real-time and over time. That means planning, re-planning, embracing new governmental requirements, responding to new outbreaks and eventually, hopefully, administering a vaccine.
But the common thread through the multitude of plans is risk reduction, a balancing act based on three elements:
- What’s the intensity of the interaction? Can I limit the number of people?
- Can I control the number of interactions? Is it possible to social distance? Am I able to enforce crowd control?
- What is my ability to mitigate? Can the cleaning protocols be modified? Is detection possible? Do I have access to testing capabilities?
Where Does this Leave Us?
Two things we know for certain: social distancing and touchless security/venue features will allow you to come back more quickly and ensure patron safety.
Specifically, for entertainment and recreation entities, here are a number of areas you can focus on as you plan your reopening, or continue to adjust over time. We’ve outlined changes based on your customer’s journey, from the time the individual approaches your venue or facility until they are inside and enjoying themselves!
Communication & Planning Prior to Arrival
Planning their Visit
One of the best ways to provide peace of mind, entice visitors to your venue and ensure they are well informed is by providing clear communication to them in advance. Use your website, create a video, use social media accounts, e-newsletters and email reminders to communicate the importance you have put on the cleanliness of the venue and the care around staff interaction with guests, as well as the considerations you ask of your guests to adhere to guidelines for the safety of all. And, don’t forget your employees. Consider implementing an employee health survey they take before arrival to work.
Go Mobile. When possible, implement paperless ticketing utilizing an app or email to provide patrons/guests with a scannable QR code or barcode for entry. A significant reduction in the use of paper tickets will eliminate surfaces from which germs can be spread. Don’t forget, additional benefits to implementing paperless ticketing is guests will no longer forget their tickets at home or have to stand in will-call lines. And, there is less fear of stolen tickets.
Stagger Arrival Times
If possible, a great way to help avoid crowds in the parking lot, on the trams or buses to the park entrances and at the park or venue front gates is to stagger arrival times. Just like the airlines provide boarding zones, and golf courses are now staggering tee times, you could implement entrance times or zones in advance to help keep the flow moving at a steady pace instead of bottlenecking anywhere on premise.
Contactless Guest Screening at Arrival
Ensuring the safety and health of guests and staff has required a number of measures to be put in place. These include asking patrons and guests to assess the risk they have coronavirus and could infect others, screening for elevated body temperature, and screening to detect and prevent weapons from entering.
How might you institute temperature screening to mitigate risk of allowing someone with a high fever with potential contagions into your venue? Will you use handheld temperature reading devices or larger touchless ones? Who will be overseeing the thermal read-outs and making the judgement calls on whether the numbers are accurate? Do you need to hire dedicated medical staff to manage this function?
What will you do when someone is found with an elevated temperature? It will be extremely important to have a policy and procedure in place and have properly trained your staff on how to react. You’ll also want to consider including language in your Venue Guidelines document or website that addresses what happens if a person is found with an elevated temperature, especially as it pertains to refunds and what to do with the rest of their party.
Touchless Weapons Screening
Many of you already had weapons screening in place to safeguard your venue, but prior to COVID-19 did they create long lines and force contact between guards and fans or guests? We have now entered a new phase of venue security where both weapons and health screening is important, meaning the systems used “yesterday” such as traditional metal detectors, pat downs and manual bag checks will no longer be the systems capable of screening for threats of “today” or “tomorrow”.
Consider a touchless security screening solution that can screen people and their belongings in real-time as they walk through your doors without long lines, and without invasive search procedures. You should look to technology that will grow with you over time, adapting to new threats and allowing you to add-on additional features and sensors for cost savings and increased security in the future.
Social Distancing & Hygiene Once Inside
Being able to boast that you sold out every seat will be a thing of the past for a while. It’s time to get creative. What can you do to change your seating structure to reduce the intensity of interaction and limit number of interactions? Can you sell every other or every third ticket? Do you have sections for parties of 6 to make it easier for groups to stick together without having to readjust your entire new seating chart? There are plenty of diagrams you can consider and put in place depending on attendance levels and venue layout.
If you’re an outdoor venue with “lawn seating”, you might want to put up ropes or mark off seats with tape or chalk to help enforce distancing.
For theme parks and attractions, it will be easy to manage seating positions of park guests on rides by training staff to control the seating placement, and the IAAPA has identified some guidelines to help you think about capacities that allow for physical distancing.
Across the country restaurants have had to reinvent themselves. In many states, eating in a restaurant is still prohibited, so restaurants have had to think outside the box on how to serve customers and keep revenue flowing. Some have opened up outdoor dining sections taking over parking lots, lawns, city streets and sidewalks, and many now offer take-out or delivery to ensure people can have their favorite gourmet food but eat in the comfort of their own home. For some restaurants, that means they are now accepting credit cards, PayPal or Venmo for the first time ever; some are offering a contactless self-ordering system and table service; others are having patrons scan a QR code for their food or drinks menu, make reservations or even connect to a restaurants payment tool. And, once self-serve, salad bars in restaurants and grocery stores are now open again with one distinct change, employees are now dishing out the patrons’ selections.
You can use some or all of these lessons learned from restaurants across the country to update your concession stands. Start with how to limit or erase lines. Do you allow certain sections to go to certain concession stands? Do you add more pop-up food stations to create more places to purchase food? Or better yet, do you launch/create an app for virtual queuing where the fan or guest selects the concession stand they’d like to purchase from and add themselves to that line, when it’s their turn, they are signaled to walk over to the concession? Or best of all, why not use an app in combination with waiters/waitresses; the fan or park guest downloads the app, orders their food and pays online, a waiter/waitress brings the food right to their seat.
Next, make sure you go touchless. Bring those condiment carts behind the counter and have your staff serve them. And, don’t forget about menus. If you usually hand out laminated menus reused with each guest, it’s time to throw them out unless you plan to sanitize them after every use. Although some venues have opted to print one-time-use paper menus, the cost to you and the environment will add up. Think about implementing an app or QR codes for ordering.
Hygiene Stations & Touchless Amenities
Keeping areas clean is paramount to stopping the spread of germs. Have you asked yourself how often railings, door handles, counters and bathrooms should be cleaned? Do you need to hire additional janitorial staff to ensure these areas are maintained? Do you have pop-up handwashing and/or hand-sanitizing stations throughout your venue or park? Do you remove all drinking fountains and install water bottle refill stations that are managed by staff and sanitized between each use?
What about your faucets, toilets and paper towel dispensers…are they automatic, or do they involve the turning of a handle? While some of these would be costly renovations after already losing revenue these last few months, you can choose a variety of ways to make your venue or facility cleaner and keep the presence and spread of germs to a bare minimum.
The Moral of this Story…
No matter how much you prepare in advance of reopening, one thing is for certain – you will need to watch, measure, evaluate and be ready to make adjustments as necessary.
Adhere to your local government guidelines and embrace the physical and technical adaptations you can make, to build confidence among your returning visitors, patrons and fans and ensure a safe and fun time for all.
Additional reopening trends, guidance and guidelines can be found on our COVID-19 Reopening Resources page.
Evolv Express™ vs. the Traditional Metal Detector
By: Julie Zomar, Director of Marketing, Evolv Technology
In today’s era of viral violence, we should no longer be screening with yesterday’s technology. Manual inspections, hand wands and traditional metal detectors are slow, invasive, inefficient, involve too many nuisance alarms and create long lines, forcing venues to choose between safety and the visitor experience.
Did you know, some venues are actually opting not to implement any security at all because they’d rather not make the trade-off between safety and visitor experience? This can’t be the choice you make.
Deploying screening technology in your venue is no longer something you and your team should dread or delay. With Evolv Express™, the first-of-its-kind free-flow weapons-detection system, visitors and employees walk through while simultaneously being screened for potential threats.
Through the power of AI, Express instantly differentiates threats from personal items such as keys, coins, belts and cell phones, making it easy for guards and frictionless for visitors. In fact, visitors no longer need to stop, empty pockets or remove bags. They simply walk right through at a natural pace one-at-a-time or in groups. It’s the fastest weapons-screening product on the market, screening 60 people every minute. That’s 3,600 people per hour – 10X faster than a traditional metal detector.
This two-lane system is approximately 11 feet wide and requires far fewer guards than traditional metal detectors to manage. In fact, some venues are seeing a 70% reduction in labor costs.
For those of you accustomed to traditional metal detectors, it’s going to be a positive shock…
- You no longer need a large footprint for security equipment
- Long, frustrating security screening lines will no longer form outside your venue
- Guards will now be able to conduct targeted searches using image-aided alarms
- And, your labor costs will decrease by up to 70%
Finally, venues can stop threats, while assuring a welcoming visitor and employee experience.
If at 800 people per hour, you need 50% less screening equipment, and 60% fewer guards, imagine what your coop would look like as your visitor throughput needs increase. Download our full infographic to see what screening 1200, 1600, 2400 and 3600 people per hour would look like with Evolv Express versus traditional metal detectors.
The Active Shooter Epidemic: One Major Preventive Measure Launching Today
By: Anil Chitkara, President & Co-Founder, Evolv Technology
Too many mass shootings.
Too many venues without security checkpoints.
Too few technology solutions identifying the individuals who require a closer look.
Too many conversations with security professionals and venue operators asking for something better.
At Evolv, we have had enough. The “new normal,” as some have called it, is unacceptable. We’ve dedicated ourselves to keeping people safe by using technology to stop active shooters. The safer world we envision should be something that everyone simply expects without having to think about it.
Six years ago, Mike Ellenbogen and I started Evolv Technology with a mission to save lives.
Prior to the founding of Evolv, we spent more than two years conducting research. We met with security professionals across the globe and developed a deep understanding of modern threats and what security professionals need to prevent mass casualty events. We visited university labs and small tech companies to understand the latest innovations in sensors, data synthesis, image reconstruction, machine learning, and design thinking. Then, leveraging our combined 40+ years of experience using technology to solve critical, complex problems, we started Evolv.
At Evolv, we set out to solve a very tough problem: how do you recognize that the vast majority of people pose no threat, while simultaneously identifying those few who may be a threat and require a closer look. It’s a simple problem statement, but a difficult question to answer.
Our First Product: Evolv Edge
We launched the Evolv Edge system in 2017, after about 3 ½ years of research and development. Evolv Edge is one of a kind. It’s the first product in the industry to screen people and their belongings at high speed without requiring them to stop or remove items from their pockets and bags. From a technology perspective, Edge’s combination of sensors, signal processing, detection algorithms, and user-centered design is like nothing else on the market. Gone are the white bowls for your keys, coins, wallets, belts and cell phones; gone is the need to stop and put your hands in the air. There is no need to place your bag on a table for a guard to search prior to walking through the Edge. With the Edge, you just walk through.
Since its launch, the Edge has screened more than 25 million people around the world, primarily at entertainment venues, sports stadiums, tourist locations, workplaces, hospitals, and houses of worship. In that time, the Edge has detected more than 5,000 weapons. Prior to selecting the Edge, many of these venues tried walk through metal detectors, but found the experience for their visitors to be too slow and cumbersome. These outdated pieces of equipment also resulted in long lines, creating a potentially new security target and concern.
Feedback on the Evolv Edge has been very positive. We’ve seen first-hand the reactions of visitors going through the system and guards operating it. The most common question we are asked is “Why don’t they have these everywhere?”
What We’ve Learned
As we deployed the Edge and spoke to thousands of security professionals and venue operators, we again asked how we could advance screening technology to make many more venues even safer, while continuing to deliver a positive visitor experience. These conversations were enlightening. We heard significant concern about several different scenarios:
- Workplace Violence Prevention:
One of the biggest areas of concern was the proliferation of workplace violence. People should not be concerned for their safety while at work. Many employers, however, are not willing to put a traditional checkpoint in place. They are looking for a system that screens people with little-to-no inconvenience.
- Event Screening:
Another scenario we heard was about screening large crowds for events. The shootings in Las Vegas, Gilroy and Jacksonville Landing highlight the need to screen large numbers of people at special events.
- Tourist Screening:
The third scenario we continued to hear was around screening at tourist locations. Many of these locations, whether an observation deck, museum, or landmark, carry their own unique complexities. Many visitors are carrying food, clothing, cameras, and a host of other personal items for a day’s outing. Often there are international visitors speaking a range of languages.
These three scenarios were just a few of the many that were highlighted.
In many cases, security teams had tried traditional checkpoints with walk through metal detectors and found them to be unsustainable solutions. Traditional screening created massive lines, frustrating visitors or employees, and resulted in an unacceptable overall experience. These stories, which we continue to hear on a daily basis, inspired the design for our newest product.
Introducing Evolv Express
We’re now launching our second product, Evolv Express™. Whereas the Edge screens individuals one-at-a-time as they pass through the system for venues who want a control point, Express screens large groups of people at a time with no stopping, no emptying of pockets or removing bags. After eighteen months of development, we’re now releasing Express, the fastest threat screening product on the market that ensures every individual and their belongings are screened as they pass through without even breaking stride. We have incorporated the latest high-speed sensors that move data in real time to a detection algorithm that renders a decision as people pass through; with Express, 60 people can be screened every minute, that’s 3,600 per hour. The system screened more than 250,000 individuals during our pilot testing this spring and summer. As with the Edge, Express detects those individuals who require a closer look, and automatically alerts guards and security personnel to confirm those individuals are not a threat.
How Express Works
Evolv Express combines the latest technologies and user-driven design principles to provide this high throughput, truly frictionless approach to screening thousands of people per hour. It all starts with the brains of our system, the Evolv Cortex AI Software Platform™. This is a machine learning-based AI system that uses data sets we have generated from the system to train the algorithm. The training is conducted on a methodical basis, starting with a designated threat set, such as firearms. A range of threats is scanned, and classifiers are developed, refined, tested, tuned, and hardened to detect the threat set. Similarly, a range of non-threatening items such as cell phones is scanned through the system. A similar approach is undertaken to create classifiers. As the range of threats and non-threats are analyzed by our development team, the algorithm is continually refined. Over time, as new threats emerge and data is collected, the algorithm will continue to be refined. This process is done in our labs in a controlled manner. Once we are confident in the performance of each new algorithm, it will be released and upgraded to Express systems operating at customer sites.
A key Express component is the sensors that collect data to drive the algorithm. These sensors were designed by Evolv to optimize the separation of the signals for both threat and non-threat items. After scanning millions of people with the Evolv Edge system, we had developed a tremendous body of knowledge regarding sensors as well as the typical items that are carried by visitors through our systems. This body of data informed the design for the Express sensor set.
We have also optimized the data flow through our system. For each individual screened, the Edge system moves nearly 1 million data points to the algorithm, with a resulting red light / green light decision as the person exits. For Express, this ultra-high speed data-processing engine has been further optimized to render a decision in less than one second from the time a person starts walking through.
A significant amount of time was spent on the Express user experience. The UX has a number of components: the industrial design of the system, the interaction with visitors being screened, the operator’s interaction with the system, and the people moving and setting up the system. Each of these elements has been carefully thought through and tested with the respective user group.
- Industrial Design:
The Edge was a significant step forward in designing a system that is welcoming to people passing through it. We have taken some of those key design elements and made improvements to streamline the look even further. Additionally, we recognize these systems need to visually fit into the environment, so we added the ability for users to add custom branding or signage on a key component of the system.
- Visitor Experience:
We widened the overall design to make it easier for people to pass through with minimal disruption.
- Operator Experience:
Our focus on the operator experience has resulted in a system that is easy to operate as thousands of people pass through each hour. There are a mix of audio and visual cues for the operator. If an individual alarms, there is a picture of the person alarming, with the alarm location clearly outlined for further evaluation.
- Ease of Deployment:
Finally, a key element of the system is the ability to move it around to enable screening at different locations. The system has built-in mobility capability, for easy breakdown, movement, and set-up. When the system is powered on, an automatic software calibration routine runs through diagnostics, resulting in the system being up and operational in two minutes.
We are starting a roadshow to preview the Express to security professionals around the U.S. Next week we will be unveiling at the ASIS GSX Security Show in Chicago. After that, we will be in major cities around the U.S. And, you will start to see the Express working at venues around the country keeping people safe.
We set out to solve a very tough problem: how do you recognize that the vast majority of people pose no threat, while simultaneously identifying those few who may be a threat and require a closer look; how do you improve public security without disrupting the public? Over the past 6 years we’ve dedicated our resources and our expertise to answering these questions.
We’re humbled to have the opportunity to ‘make our dent’ in the universe and couldn’t be more excited to launch Evolv Express.
EBOOK: A Security Professional’s “Must Find” Threshold for Detection
By Melissa Cohen, Vice President of Marketing –
The last year has seen horrific mass casualty assaults in places people in most countries have never had to seriously worry about going. School shootings have continued, and we’ve been appalled by carnage at houses of worship, nightclubs, music concerts and corporate offices. This scourge, along with the continued potential for terrorist attacks from abroad, has many security professionals wondering about their options for boosting physical security—including potentially adding weapons detection screening for the first time. To help you get started, we’ve prepared an eBook, entitled “Detecting Physical Security Threats: Key Considerations for Security, Venue Operators and Facility Managers.”
Obviously, adding or increasing physical security is a big decision—especially for “soft-target” locations. Air travelers know, expect–even welcome–screening when they head to the airport. Not so with malls, shopping centers, and other places people congregate to worship, learn or be entertained. People go to a concert, sporting event, or shopping mall because they want to, not because they have to. While in today’s world most people appreciate the need for security, if it’s too time-consuming and intrusive, they’ll turn away from your venue. After all, you’re in business to provide a carefree, entertaining experience—not to turn a night out into what feels like a visit to a hardened military installation.
The key is to determine the right balance of security and convenience for your particular business or organization. Based on our own executives’ decades of experience and extensive interviews with a range of industry experts, it’s critical to define your threshold of risk. Are you looking to stop only massive attacks with explosives and assault weapons? What about a small, limited capacity pistol or brass knuckles? One strategy is to choose technologies that will find only weapons of a particular size and shape. Or maybe you want a flexible system, so you can turn up the acuity to find every last switchblade when high-profile guests are in attendance?
This e-Book will help you make those decisions.
Click here to learn more about a balance between threat detection and a positive visitor experience—traditionally, two mutually opposing goals.
Security Screening in the 21st Century: An Interview with Mark Sullivan, Former U.S. Secret Service Director
By Melissa Cohen, Vice President of Marketing –
Earlier this month, I sat down with Mark Sullivan, security industry consultant, former director of the United States Secret Service from 2006 to 2013, and board member for Evolv Technology. We discussed how the threat landscape has shifted in recent years and what people screening should look like today and in the future.
Melissa Cohen: Mark, you have an extensive background in security and have watched firsthand as security threats have evolved over the years. Is the world getting more dangerous? How has the shift in the threat landscape enabled attackers to carry out more mass casualty events?
Mark Sullivan: I understand why many people have anxiety about our world today and perceive it as becoming more dangerous. All too often we are witnessing the horror of terrorist attacks occurring around the world. In our own country we experienced the devastation and pain caused by mass shootings at schools, at the workplace and even houses of worship. These attacks are happening in open areas where historically we have felt safe and there wasn’t a need for any type of security.
Mental health issues, hate, radicalization and the ease of acquiring weapons, in most instances high powered shoulder weapons, has created a situation where they’ve kind of spawned off of each other. Potential attackers may see what other people have done with weapons and decide that’s not a bad way to go. They might even calculate that they won’t make it out alive – and if you’re dealing with someone who’s not concerned with being killed that’s a difficult adversary to stop.
MC: Given these threats, what types of businesses are you seeing conduct more people screening and how has this evolved? Are there any types of organizations for which screening is not a good option?
MS: There are a variety of businesses and organizations I have worked with that are concerned with the safety of their employees, congregations, patrons, fans, clients and contractors. They are also concerned with their brand and want to protect that as well. Today more and more buildings are checking your ID, taking your picture, directing you to an elevator and controlling where that elevator is going. This level of screening wasn’t happening 20 years ago and becomes more common every day.
However, for many types of businesses like hotels, it’s difficult and cost prohibitive to control every single exterior door with a security officer or to conduct sweeps of every piece of luggage entering the hotel. We all want to feel safe, but what is the impact of securing every door, or the process of screening every piece of luggage? And at what cost to the visitor experience. For example, would it increase hotel room prices? What kind of process would that create for checking in? Any organization has to weigh the risks to experience with the benefits of enhanced security. Something like TSA PreCheck is a great model for cutting down on the risk, but we do need to streamline the process for people who don’t need to be screened every single time.
MC: Along those lines, what should the screening experience look like for consumers and organizations?
MS: I think there’s a fine line between doing nothing and recommending we hunker down because there’s a perceived threat or boogeyman around every corner. We live in a democracy. People want their freedom. We don’t want to deal with security every place we go.
From the consumer’s perspective, 20 years ago, we never gave any thought to having screening at a professional sporting event. Now you go to a college game and you’re screened. What’s unthinkable not long ago is now commonplace. Today, part of the experience of going to a show or a game is planning for how long it will take to go through the scanning process. Similarly, from a business or venue’s perspective, they’re looking at their overall security plan and constantly reevaluating whether they need to have screening for their Broadway show or cruise ship or at the train station. For these “nontraditional” types of venues, it’s a matter of choosing the right technology and the right level of hassle-free screening to still allow for a superior visitor and employee experience.
MC: Do you think society can afford to not have more screening? What’s the right way to go about it to balance experience, risks and the changing threat landscape?
MS: Well, it’s really not just about having people physically screened. It’s also about having the appropriate information or intelligence to make informed risk management decisions. For example, in a business setting, many companies today are doing more to monitor not only what is occurring outside of their business but also within their business. One of the biggest risks to a business or organization today is the “Insider risk or threat.” Many businesses are continually updating their databases on employees to keep an eye out for potential risks and watching what they do on social media. There’s so much internal and external data and information companies need to be aware of now.
For all businesses and organizations considering employee screening, it’s important to work with the right security partner who understands there are different types of threats, and different mitigation strategies for each individual threat. You have to consider people, brand, profile, policy, procedures – there is no one silver bullet that will protect you fully. You need a robust security plan, and the appropriate technology to support it.